Eckoh is a market leader of Customer Engagement Security Solutions, supporting an international client base from our offices in the U.S. and the U.K. Eckoh is owned by Bridgepoint one of the world's leading private asset growth investors, with over $75 billion of assets under management.
As a PCI DSS Level 1 Service Provider, our products and expanding digital and conversational AI capabilities help enterprises protect sensitive data, improve customer experience, and modernise the way they operate. Our mission is to set the standard for secure interactions between consumers and the world’s leading brands. With a strong heritage in secure payments and an expanding portfolio of cloud native, omni-channel engagement solutions our vocation is simple: to make every customer interaction secure whether it is handled by a human agent or an AI agent, without ever compromising the customer experience.
Our large portfolio of clients, which includes many of the Fortune 250, come from a broad range of vertical markets including healthcare, retail, hospitality, financial services, and utilities.
The Role
We are looking for a QA Engineer to join our Implementations team and play a key role in making sure the solutions we deliver to customers are configured correctly, work reliably, and meet expectations before go-live.
Unlike product-based testing, this role sits at the customer-facing end of the business, where our payments systems, conversational AI, and IVR platforms are tailored, integrated, and set up to each customer's specific requirements.
As a QA Engineer at Eckoh, you will test bespoke configurations and integrations across customer implementations, with a particular focus on conversational AI / IVR solutions and end-to-end customer journeys. You will work closely with implementation engineers, project managers, and customers to validate that each deployment behaves as designed, identifying defects and configuration issues early and ensuring a smooth, high-quality delivery.
This is an excellent opportunity for someone in the early-to-middle stages of their QA career who enjoys hands-on, exploratory testing, takes pride in catching issues before customers do, and wants to grow their skills within a supportive, quality-focused team. You will report into the QA / Delivery Lead within Implementations.
Responsibilities
Functional Testing
- Plan, design, and execute manual functional, integration, and regression tests across bespoke customer configurations and integrations.
- Test conversational AI and IVR call flows end-to-end, validating prompts, routing, recognition, fallback behaviour, and integration touchpoints against the agreed design.
- Carry out exploratory testing to uncover edge cases, configuration errors, and unexpected behaviour that scripted tests may miss.
- Write clear, repeatable test cases, test scripts, and test plans mapped to customer requirements and acceptance criteria.
Customer Implementation & UAT
- Support customer-facing User Acceptance Testing (UAT), helping customers validate their solution and guiding them through the testing process.
- Verify that bespoke integrations between Eckoh platforms and customer systems function correctly across the end-to-end journey.
- Validate configurations against customer requirements and solution designs, ensuring deployments are ready and reliable before go-live.
- Act as a quality gate within the implementation process, confirming each solution meets the agreed Definition of Done before release to the customer.
Defect Management & Collaboration
- Identify, reproduce, document, and track defects clearly, providing detailed reproduction steps and supporting evidence.
- Work closely with implementation engineers, project managers, and product teams to investigate and resolve issues efficiently.
- Communicate testing progress, risks, and outcomes clearly to both technical and non-technical stakeholders, including customers.
- Participate in project ceremonies and contribute to refining requirements and acceptance criteria from a testing perspective.
Quality, Security & Best Practice
- Champion quality throughout the implementation lifecycle, advocating for testing best practice and a "right first time" mindset.
- Contribute to improving test documentation, processes, and reusable test assets across customer projects.
- Build and maintain a strong understanding of Eckoh's products and how they are configured for different customer use cases.
- Actively participate in the wider QA community of practice, sharing learnings and developing your own skills.
Requirements
Must-Have:
· 1–4 years' experience in a manual QA / software testing role.
· Solid understanding of core QA principles, the software testing lifecycle, and common test design techniques.
· Experience writing and executing test cases, test plans, and clear defect reports.
· Experience testing conversational AI, IVR, telephony, or similar voice/call-flow solutions (or strong, demonstrable interest and aptitude in this area).
· Experience supporting or running customer-facing UAT and validating solutions against requirements.
· Strong attention to detail and the ability to test bespoke configurations and integrations methodically.
· Good communication skills, comfortable working directly with both internal teams and customers.
· Experience working within Agile / Scrum or structured project delivery environments.
Nice-to-Have:
· Exposure to API testing using tools such as Postman or similar.
· Familiarity with payments systems, secure transactions, or PCI DSS environments.
· Experience using test management and defect tracking tools (e.g. Jira, TestRail, Zephyr, or similar).
· Basic SQL skills for data validation.
· An interest in test automation and a desire to grow towards automated testing over time.
· Exposure to testing AI-driven systems or using AI-based quality tools.
· Awareness of security and compliance standards such as PCI DSS, ISO 27001, or SOC2.
What do we do?
Eckoh’s products help clients engage with their customers effectively, providing a great experience and protecting our clients from risk. Our patented technologies keep payment & personal data secure and in compliance with global, national and industry regulations. We use our compliance heritage to help clients secure human agents and self-service channels, as well as to transform their contact centre operations with the latest technologies such as Conversational AI and agentic commerce.
Our culture: Our values sit at the heart of the culture at Eckoh:
- We encourage and support everyone to grow with Eckoh
- We challenge, listen, and are open minded to change and suggestions from others
- As trusted advisors, we use our knowledge to solve challenges and deliver the best for our clients
- We take personal ownership to strive for excellence in whatever we do
- We are welcoming, embrace diversity and respect each other in a spirit of true humanity
Our Vision:
We care about making the world secure and we believe everyone should be able to trust every brand and engage without risk.
Join Us!
Eckoh is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We embrace friendly, energetic, innovative, and creative individuals, who want to be proud and part of our unique success story. So, if you are an innovator and love to find creative solutions to challenges, are passionate about helping customers provide exceptional service then you should consider working here at Eckoh.
Pay: From £35,000.00 per year
Work Location: Hybrid remote in Hemel Hempstead HP3 9HN
